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Government Customer Service: Evaluating Challenges and Exceeding Expectations
Market Connections, Inc, Jan 2011, Pages: 32
This 2010 study on government customer service reveals how government professionals rate their agencies' customer service performance, their perceived challenges and gaps between service priorities and performance. The study also looks at how agencies are using new technology to deliver customer service.
In partnership with the Digital Government Institute (DGI), Market Connections collected 130 responses in November 2010 from a mix of customer service professionals working in federal, state, and local governments. On December 2, 2010, Market Connections released the findings at DGI's annual Government Customer Service Conference and Expo at the Ronald Reagan Building in Washington, DC.
Government Customer Service: Evaluating Challenges and Exceeding Expectations is the result of an online survey targeting government employees working in a customer service role.
There was a total of 130 federal, state and local government respondents.
The following is a breakdown of audiences served by these respondents:
- General public: 76%
- Within my agency: 63%
- External agency: 48%
- Corporations or contractors: 38%
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